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Our Quality Management System (QMS), designed against the ISO9001:2000
specification, forms the core of our philosophy of continuous
improvement. It is the backbone of our methodology and has been
designed to ensure that our Environmental and Health & Safety
systems are used to provide high quality, continuously improving,
cost effective, safe and environmentally secure services to our
customers.
Customer Appraisal
We regard our clients’ feedback as an
invaluable measure of quality and provide as much opportunity as
possible to invite objective feedback. Our quality system has been
designed to maximise the potential for improvement which our
customers can provide.
To facilitate integration of a customer’s opinions into our
quality data, our Quality Management System provides three levels of
mechanism to suit the varying requirements of the types of contracts,
one-off project works and customers we have.
Project & Reactive Appraisal
Due to their flexible nature, project works and PPM / Scheduled tasks which
we perform on a less frequent basis are primarily assessed before the
customer is asked to ‘sign-off’ the work. We have
integrated our Customer Appraisal and Works Sign-off forms to provide
customers and their representatives with greater opportunity to
provide feedback at a point when evaluation of the work we have done
is pertinent to them.
Our ‘Sign-off / Approval Form’
represents a central point which ties several aspects of our QMS
together, providing a single point of reference and ‘flow’
between elements of our system. The form first details the actions
of M&R Facilities Management’s representative in relation
to any defects and corrective actions which may be required before
we ask our customer to accept the work we have done.
If any corrective actions are identified, they are dealt with using our
'Concern and Corrective Action' process. Once all corrective actions
have been properly addressed, they are signed off by our manager who
would then request final approval and appraisal of the work by the
customer.
Service Appraisal
For service contracts where we provide a service on
a continual basis, we prepare weekly ‘Service Appraisal’
forms. Contracts are often divided into logical units to help
streamline the process and appraisal forms are often completed by
more than one person within our customer’s organisation to
ensure that the feedback we are getting is relevant and accurate.
Commercial Appraisal
These two methods have been developed to gain
insight into our ‘operational quality’, but we also
conduct regular postal appraisals which target our customer contract
managers. This type of appraisal helps to ensure that customers at
every level can contribute to the assessment of M&R’s
service quality, regardless of whether they are concerned with the
quality of our workmanship or the more commercial aspects of the
service we offer.
Concern and Corrective Action
Your opinion matters to us, but where is
the sense in asking for your opinion of our services if they don’t
meet our own stringent standards of quality control? Our appraisal
systems incorporate a structure for the internal review of our
products and services before we ask what our customers think.
If things go wrong, identifying causes, actions required for
rectification and adjusting our systems and methods to remove the
potential for recurrence is what really matters to us. We conduct a
detailed investigation and root cause analysis of all problems and
defects, with a view to learning and continuously improving the way
we work.
Quality, Performance and You
The reporting of quality, cost and
performance data is an area of our systems which we tailor to the
requirements of a particular site or customer. Although much of the
data we use is collected in the same way across our sites and
contracts, we try to ensure that our system is applied in the most
effective and informative way which fits the prevailing business
requirements.
We also produce accurate and timely cost analysis reports which can
conform to your budgetary parameters. We will tailor our analysis to
ensure that the information displayed not only fits our needs, but
yours as well.
Supplier Assessment and Management
Supplier assessment is an important
part of our quality management process. The quality of our equipment
and raw materials is vital to our end product and to the achievement
of imposed or necessary milestones in each process. The ability to
react quickly in the event of breakdowns to ensure our client's
production can resume in the minimum possible time is something we
pride ourselves on and this can only be achieved by ensuring our
suppliers can also contribute and react quickly.
We operate a continual assessment of all of our suppliers and they must
not only demonstrate their commitment to providing quality products
and services, but also ensure that they respond efficiently to any
commercial requirements which may arise.
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